Nate Isaac Email and Phone Number

Manage a team of Document Review Associates and support roles responsible for reviewing and certifying loan documentation and collateral files according to federal agency or private investor guidelines while providing excellent service to our financial institution customers.• Maintain relationships with customers to ensure high levels of service, while focusing on review quality, client communication, and timeliness of reviews to ensure deadlines are met.• Manage a variety of document custody tasks related to both physical and electronic files for agency, warehouse, multi-family, and private lenders including collateral and pool level certifications, account reporting, releases, transfers, and support for collateral sales and securitizations.• Develop and implement process improvements to increase productivity and quality.• Collaborate with internal partners and departments to resolve issues and improve services.• Assist with the transfer of collateral files and customers between sites while ensuring the customer is not impacted relative to their service or document custody requirements.

Led a site of up to 150 processors, underwriters, closers and support roles in a call center environment with up to 12 direct report managersMonitored and analyzed reports and forecasts to strategically manage the staffing of the teams and site to determine how to best align resources to deliver optimal results from a production, service and revenue standpointWorked with direct reports to manage, influence and develop front line team members including decisions relative to training needs, performance reviews, hiring, promotions, and corrective actionDeveloped specialization for non-agency/jumbo, foreign borrowers, cooperatives, and internal/external referral sourced business to drive improvements in volume and revenue through improved customer service and quality for challenging transactionsConducted business reviews and town hall meetings with business leaders and front line employees in both an auditorium and virtual settingParticipated in the formulation and implementation of revised systems, policies, and guidelines which have significant impacts on the department and oversee implementation of practices to ensure compliance with company, legal, investor, regulatory, and/or business policies along with managing risk within company thresholds

Responsible for managing a team involved with the processing, underwriting, and closing of mortgage transactionsEffectively managed team performance and productivity through constantly changing volume by hiring new team members and driving performance improvement through coaching and developmentPartnered with sales and marketing to provide a consistent process and excellent service to customers and 3rd party referral sources

Responsible for team pipeline management while acting as a resource for team members and providing coaching and training as needed First point of contact for customer escalations and problem resolutionDeveloped a reporting structure to improve team performance which was adopted by the larger site

Responsible for managing and processing a pipeline of customers applying for a mortgage from the point of application to closingReviewed applications and documentation to underwrite loans with high levels of quality while earning higher underwriting authoritiesPrepare accurate documentation for the closing of mortgages in compliance with company, state, and federal guidelines